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I've had a similar (very bad) experience with this lot.
On switching in 2013 they quoted a very attractive rate based on existing certified consumption figures, so of course I signed up and paid regularly.
In year 2, the rate more than doubled for same consumption + perhaps 12%- also paid regularly.
In year 3 we moved house, so asked them to transfer supply - provided meter reading etc. They completely screwed up this simple procedure, so switched to B Gas in exasperation.
But then the trouble starts. On exit they demanded £450 on account of Year 1 consumption, despite having had accurate figures and quoting a fixed price.
Obviously just a misleading dodgy practice to entice new customers at the outset.
Also their `customer service` is appalling - inefficient, tedious and rude.
New customers beware - you will just get charged more down the line.

As a result of MSE comparison joined isupply for a year. No issue till I tried to leave.
Have been waiting since DECEMBER 2016 for them to confirm my final reading and let me get over £280 credit back in my bank.

I have moved to Robin Hood who have logged a dispute with isupply on my behalf as I am getting nowhere on my own.

Few months in and all good. They are trying hard to keep in touch - admittedly their website is a bit clunky, but it all works, and the 3 year fix I am on is well cheap by comparison with what is on offer. Glad I switched.

Joined ISupply from Energy Club suggestion and a very attractive three year fixed rate. Joining process went ok and i looked forward to my first statement.since December 2016 - nothing received to date as my gas account is still inactive on the website despite them happily taking a direct debit each month.

Made three very long phone calls to try and resolve got an empty promise each time and yesterday i was assured that the guy would resolve personally. Sadly, an empty promise, nothing changed and the promised call never came.

Clearly they dont give a hoot about customer service and i am annoyed that the ombudsman allows these start up companies to run a business that is ill prepared to service its customers. I have made a formal complaint and will follow up with the ombudsman if it does not get resolved. I will be switching provider and moving back to the safety of Eon if not resolved soon. These small companies are not all they are made out to be.

Joined ISupply from Energy Club suggestion and a very attractive three year fixed rate. Joining process went ok and i looked forward to my first statement.since December 2016 - nothing received to date as my gas account is still inactive on the website despite them happily taking a direct debit each month.

Made three very long phone calls to try and resolve got an empty promise each time and yesterday i was assured that the guy would resolve personally. Sadly, an empty promise, nothing changed and the promised call never came.

Clearly they dont give a hoot about customer service and i am annoyed that the ombudsman allows these start up companies to run a business that is ill prepared to service its customers. I have made a formal complaint and will follow up with the ombudsman if it does not get resolved. I will be switching provider and moving back to the safety of Eon if not resolved soon. These small companies are not all they are made out to be.

My experience of Isupply is that if you have raised a formal complaint against them, you will get assigned a case handler who will do everything in their power to resolve the matter, as they do take all action possible to avoid the matter going to the ombudsman.
Such case handlers either have more power, or at least more time, to address your issues than the standard front line responders

I make no comment on your actual complaint, other than to say if you have your gas supplied by them I am sure you will receive a gas bill or an explanation as to why not.

Of course you are free to choose whatever supplier you wish, presumanbly a more expensive one. You will also incur early exit fees if you leave this supplier before the end of your term (i.e. within 49 days of the scheduled end)

iSupplyEnergy, based in Bournemouth, has 120,000 customers — a fraction of the millions serviced by large UK suppliers such as Centrica’s British Gas and SSE.
However, Vattenfall said it planned to use the business as a platform for growth and its arrival promises to increase competition in a market that has been under intense political scrutiny over rising household bills.

Vattenfall is owned by the Swedish government. I've heard said that the UK power industry is being put back into public ownership even without Corbyn's help. Albeit to be owned by foreign governments. This seems to be more proof!

Can only agree with all other forum members about ISupply's customer service, they claim under the takeover they are now providing excellent customer service. Not my experience since I joined them last December. The company estimated my bill, despite sending in regular readings and photographic evidence of my readings, and said I was hugely in debt and wanted to increase my direct debit by over 50%. Have tried since May 6th to get the company to resolve the issue, have tried their customer complaints form which promises a quick resolution but in the small print they allow themselves up to 8 weeks to resolve an issue. Promised called backs on 3 occasions and waited in for over an hour for one of them with no call backs made. Been lied to, been promised 3 times that a manual recalculation will be done within 10 days, still waiting two months later. I should have followed my grandfathers advice and if something looks too good it will be because the company is trying to rip you off, am tied in with penalties if I try and leave so in catch 22 land. All I can say is avoid this company unless you like shoddy customer service, promises being broken and literally been lied to...

DON'T USE THEM!!
Currently the Energy Ombudsnan is investigating my string of Complaints against iSupply. Amongst the several points raised was they left my home without hot water and heating for 5 days as they ordered the wrong Electric Meter from their contractors- "Lowri Beck". Then when the contractor did arrive, he had brought an "Ovo" energy smart E7 meter instead of the E10 one I had. After complaining, iSupply awarded me £110 in compensation. Problem is, they won't pay it to me as I cannot input my current meter readings on my online account- it won't accept them.
I've only been with them for 2 months- my account balance with them currently is over £300 but my energy useage for the 2 months is just £62.
I've spent over 12 hours on the phone to them, sent 45 emails and online messages. All ignored.
So I gave them 7 days in writing to respond and pay the compensation amount into my bank account- They ignored this, so I took the complaint directly to the Energy Ombudsman, who accepted my case immediately.
I was appalled to be told by an iSupply telephonist that "We don't actually have a dedicated Complaints Department- we deal and respond to any Complaints ourselves when we occasionally work over-time, and that's not often..."
Isn't it lucky that I record all incoming and outgoing phone calls on my p.c.
This company is in totally over their heads- until they get their service up to acceptable standards, my advice is to NOT USE IT!
If iSupply ignore the ruling from the Ombudsnan, straight to Civil Court for both Breach of Contract and Goods and/or Services breaching the Sale of Goods Act.
My rating for iSupply? -1 out of 5. David of Dumfries.

We moved out of a rental property 16 months ago. Out of the blue we have recieved a £1200 bill via email, followed by three threatening letters with added interest for late payment. I have called them twice, they say it is I relation to the meter readings at the end of tenancy. Both people I spoke to have said different things about the delay.

We had paid our final bill and settled the account 16 months ago.

They are putting the onus on us to prove that we don't owe it instead of on them to prove that we do. We have received nothing to tell us exactly what it is for. What should we do?

We moved out of a rental property 16 months ago. Out of the blue we have recieved a £1200 bill via email, followed by three threatening letters with added interest for late payment. I have called them twice, they say it is I relation to the meter readings at the end of tenancy. Both people I spoke to have said different things about the delay.

We had paid our final bill and settled the account 16 months ago.

They are putting the onus on us to prove that we don't owe it instead of on them to prove that we do. We have received nothing to tell us exactly what it is for. What should we do?

Have you checked the bill to confirm the billing period? In cases where the previous tenant moves out without informing the supplier, the statement will show a date when you were not responsible. I assume that you gave the supplier actual meter readings when you moved in, and periodic meter readings during the time that you were there? Armed with a copy of your tenancy agreement you should be able to resolve this matter.

Avoid iSupply unless you want to pay for electricity without knowing how much you actually owe them.

Experience was OK to begin with - the usual nice 'welcome' emails/letters - but after a few meter readings were sent and validated the problems started. We had been given a huge underestimate of how much our bill would be, resulting in a 50% uplift at first, but this still didn't cover the whole bill. This only came to light at the end of our 12-month fixed contract as iSupply had rejected the last FOUR meter readings that we had submitted, even though photos of the meter had been sent to them as requested (not even a SIGN of Lowri Beck visits to physically check the meter readings).

Yes, we have been having significant building works done during that time - meaning power tools, battery chargers and gaping holes in building fabric through the coldest months - so I get that we owe more than was expected, but there is absolutely NO EXCUSE for iSupply to ignore meter readings being submitted into their system like they ask and then getting all 'uppity' when we request a switch to a new supplier!

I'm trying to finalise paying off the gap bill between two tenants to iSupply who simply sent me a bill for an approximate calendar month instead. It does seem to be possible to get through on the phone at least (in contrast to some years ago). Will watch this space.

They seems to be a company in crisis. They're bewilderingly unable to resolve a relatively simple problem, which has turned into a complaint, which looks like it's going to end up with the ombudsman. Letters have been 'lost', online message unanswered, and others answered by people who clearly don't have time to read things properly.

Not had any major issues with this supplier
In the rare event you do need to bring somethging to their attention, then logging it via the online account means it will receive attn.

It does seem they often have a purge on messages logged via the online account system every Friday afternoon, and it can be that in their haste, they can occassionally miss the salient point of a message.
In such an event, simply reply to their response stating their error and they will strive to address it in their next response.

Only left them there were cheaper options available elsewhere at contract renewal time.
Their prices do seem all over the place, varying from good value to poor value and back (are they pricing to control demand?), so it all depends on the timing of your application/renewal

Not had any major issues with this supplierIn the rare event you do need to bring somethging to their attention, then logging it via the online account means it will receive attn.

It does seem they often have a purge on messages logged via the online account system every Friday afternoon, and it can be that in their haste, they can occassionally miss the salient point of a message.
In such an event, simply reply to their response stating their error and they will strive to address it in their next response.

Only left them there were cheaper options available elsewhere at contract renewal time.
Their prices do seem all over the place, varying from good value to poor value and back (are they pricing to control demand?), so it all depends on the timing of your application/renewal

Lucky you! In my case a message via the online account results in a reply around two weeks later, if at all. It's more than frustrating to wait two weeks for a reply only to find that the reply is based on a daft misreading of my message, then exactly the same with the follow up message. Weeks and weeks of achieving nothing.

The last message I had from them about my complaint said they'd be in touch in 10 working days. It's now 14 days and counting.

Lucky you! In my case a message via the online account results in a reply around two weeks later, if at all. It's more than frustrating to wait two weeks for a reply only to find that the reply is based on a daft misreading of my message, then exactly the same with the follow up message. Weeks and weeks of achieving nothing.

The last message I had from them about my complaint said they'd be in touch in 10 working days. It's now 14 days and counting.

They got in touch the day after I posted this to say they were still investigating and would be in touch within 10 working days (again). That was five weeks ago and I haven't heard from them. It's now 15 weeks since I contacted them with what I thought was a relatively simple complaint.

My 3-year fix now looking decidedly cheap and good value. I provide readings regularly - they even reviewed and adjusted my gas DD down earlier this year. No problems at all; very happy, with a year and 2 months of the fix to run.

Awful provider, take 2 months to reply to messages sent via their online portal, take about an hour to answer the phone. Their billing system is in the dark ages and doesn't recognise a credit card payment until after your next infrequent bill has been generated so they block your switch to another provider even though you are in credit.

Oh and it is 2018, what two bit company has a customer service dept that shuts at 5PM and has no feedback of position in queue etc.

Hopefully they won't take months to generate a final bill and credit as I've just worked out that with the card payment I did, I'm now £390 in credit.

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